Seminars

While many call center supervisors are equipped to coach a basic customer
service call, theyre missing some skills for coaching and fine-tuning
sales behaviors on a call. This seminar will provide the needed skills and
techniques to help supervisors guide and direct behaviors to maximize sales
success.. For a detailed agenda,

The Telemarketing Sales Rule defines telemarketing as any "plan, program,
or campaign" that uses the telephone to solicit purchases of goods or services.
The definition does not distinguish between inbound and outbound telemarketing.
As soon as a telemarketing representative offers an upsell to an inbound
caller, regulations apply. Attend this seminar to learn how about the
regulations that apply to you center's activities. For a detailed
agenda,

Books

The Real-Time Contact Center: Strategies,
Tactics, and Technologies for Building a Profitable Service and Sales
Operation by Donna Fluss , hardcover, 221 pages, 2005, $27.95

The Real-Time Contact Center lays out the strategy for the next generation
of contact centers, presented from the perspective of a practitioner turned
strategist. It addresses strategy, best practices, technology, management,
people, and process, as all must be in sync for a contact center to be world
class, and represents years of study and analysis of all aspects of contact
centers - from the most mundane to the most challenging, including how to
convert cost centers to profit centers and what systems and training are
required.

Predictive dialers, systems that automatically place outbound calls and deliver
answered calls to agents, are the key to optimizing outbound call centers.
Whether you've just heard of predictive dialers, are considering the
purchase of a predictive dialing system, or want to upgrade you existing
system, this invaluable source of information will guide you each step of
the way.

This book covers the breadth and depth of most subjects required to successfully
introduce, manage, and perform telebusiness, including strategy, planning,
database and relationship marketing, technologies, telebusiness account
management, life cycles, information flow, project management, people
management,, and telephone selling techniques for professionals.

This book details how to successfully sell and, perhaps more importantly,
train customer service representatives to sell using soft-selling techniques.
This book will teach the essentials behind sales techniques that work, and
how to train your CSRs to be sales achievers.

Click
on cover for contents

Scriptwriting for Effective Telemarketing: The
Guide to Successful Business by Telephone, by Judy McKee, hardcover,
154 pages, 1993 $39.95